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Having trouble accessing my account, since I no longer have access to the phone used to set up 2FA.
On 6/19 I contacted customer support regarding an account that I use as a depository for all my work data (Ticket #25230929). As such, it is vital I access this data to continue several ongoing projects. On 6/4 I had accidentally turned on TFA and tried to change password without realizing the associated phone number is a very old one to which I do not have access to (it has been inactive for several years). Further, since this is a depository account, none of our computers are logged on this account via the desktop app, and those that were, are no longer in use and accessible.
I reached out to support via email and they refused to temporarily remove the Two Factor Authentication, claiming that it is not possible. Despite the fact that I have repeatedly made clear that (1) I do not have access to the backup phone, (2) the computers that on the account are listed as connected with the Dropbox App are no longer in use and have been logged out, (3) I do not have the backup emergency codes, all I get from the Customer Service Representative is an email re-iterating that I need one of these 3 items.
However, reading the forums here it seems that it is possible to temporarily remove the TFA.
I have asked to escalate my ticket to an account security manager, but I have not heard back from Customer Service.
As a customer it is very frustrating to see that I am being treated differently from other users.
1 Reply
- Megan
Dropbox Community Moderator
Hey Alessio Accardi, welcome to our Community!
Thank you for reaching out and taking the time to explain your situation in detail.
I understand how incredibly frustrating this must be, especially given the urgency of accessing your work-related data.
Please rest assured that your ticket has been escalated, and marked as high priority. Our specialized team is currently reviewing your case, and you will receive a response as soon as possible.
While I know the wait can be hard, we truly appreciate your patience and understanding while we work to find the best solution for you and your account's safety.
If you have any additional information that could assist our team, feel free to reply directly to your support ticket.
If you need something else, please let me know and I will be more than happy to help every step of the way.
